Service Support Analyst- Mid Level
About The Position
This role focuses on providing mid-level support for application issues that cannot be resolved by front-line Help Desk staff. The analyst will be responsible for diagnosing issues, determining root causes, and resolving problems. They will also escalate system-level issues to the development team, collaborate with business and technical teams, and document complex problems. The position involves providing assistance to external customers and service providers, and recommending product or process improvements. This role also serves as a liaison between various teams, including Business, Program Management, System Development, and Technical Architecture, and supports the implementation of system change requests.
Requirements
- Experience and knowledge of browser-based applications.
- Experience researching, analyzing and interpreting automated system problems.
- Experience working in an Application Support-based (not hardware) help desk environment.
- Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.
- Ability to attend an in-person interview.
- Ability to work onsite at least 2 days per week.
- Strong verbal and written communication skills.
- Moderate technical and troubleshooting experience.
Nice To Haves
- Working knowledge of social services and Child Welfare program.
- Broad knowledge of the PATH Client application and functionality.
Responsibilities
- Monitor and address county issues that front-line Help Desk staff cannot resolve.
- Diagnose issues to determine root causes.
- Resolve isolated problems when possible.
- Escalate broader or system-level issues to the development team as needed.
- Work closely with business and technical teams to troubleshoot and analyze issues.
- Reproduce, isolate, and document complex problems.
- Provide resolutions using temporary process changes and support testing of fixes and patches.
- Assist with staging or test environment setup when required.
- Recommend product or process improvements based on observed trends or patterns.
- Serve as a liaison between Business, Program Management, System Development, and Technical Architecture teams.
- Support the coordination, budgeting, approval, and implementation of system change requests.
- Provide assistance to external customers and service providers using the system.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
